本文關(guān)鍵詞： 電子政務(wù) 縣級市政府 公共服務(wù) 政府網(wǎng)站 滿意度　出處：《南京理工大學》2015年碩士論文　論文類型：學位論文

【摘要】：政府由傳統(tǒng)的社會管理向公共服務(wù)轉(zhuǎn)型的背景下,隨著現(xiàn)代信息通訊技術(shù)的發(fā)展,電子政務(wù)作為政府管理創(chuàng)新的領(lǐng)域之一,成為政府提供公共服務(wù)的重要平臺。政府網(wǎng)站作為電子政務(wù)最直接的成果,不僅已成為政府電子政務(wù)的門戶,而且也是政府了解社會輿情,解決公民疑惑的直接平臺,因此,研究政府網(wǎng)站公共服務(wù)功能的現(xiàn)狀、問題以及優(yōu)化對策具有重要的現(xiàn)實意義。文章首先基于政府網(wǎng)站服務(wù)受眾的視角,以縣級市政府網(wǎng)站為研究對象,探討縣級市政府網(wǎng)站的運行現(xiàn)狀以及存在的問題。通過分層抽樣的方法,對76個調(diào)查樣本的政府網(wǎng)站進行定量和縱向觀測,找出現(xiàn)在縣級市政府網(wǎng)站運行的態(tài)勢和問題,重點梳理其在提供公共服務(wù)上存在的短板。然后以SEVRQUAL量表為基礎(chǔ),再根據(jù)中國軟件測評中心提出的《中國政府網(wǎng)站績效評估指標體系(區(qū)、縣)》設(shè)計了影響縣級市政府網(wǎng)站公共服務(wù)公眾滿意度的指標體系,通過發(fā)放問卷,研究人口統(tǒng)計變量與滿意度,滿意度的影響因素等問題,試圖探求完善縣級市政府網(wǎng)站公共服務(wù)水平的有效途徑。研究結(jié)論如下：第一,與2013年相比,2014年調(diào)查樣本雖然取得了一定進步,但是網(wǎng)站欄目設(shè)計與應(yīng)用上仍然相對不完善,主要集中在信息公開內(nèi)容不全面,時效眭不高；民政互動欄目普遍響應(yīng)不足,互動效率不高；提供在線辦事能力不足,離“一站式”服務(wù)尚有較大差距；新技術(shù)運用較差,鮮有樣本具有手機終端或是政務(wù)微博等四個方面。第二,問卷調(diào)查結(jié)果表明,不同性別、不同年齡、不同學歷、不同職業(yè)背景以及不同政府網(wǎng)站使用時間的人群,對政府網(wǎng)站的滿意度有著不同的感知結(jié)果；五個研究維度,即效率、親和度、可靠性、便利性、規(guī)范性均與政府網(wǎng)站的用戶滿意度相關(guān)。第三,提出了優(yōu)化我國縣級市政府網(wǎng)站服務(wù)功能的主要對策思路,即從宣傳上,要加大力度擴大范圍,提高公民的認可度；在服務(wù)上,要根據(jù)公眾尋求,合理整合完善網(wǎng)上服務(wù)；在民政互動上,要不斷更新互動渠道；在人才上,要不斷加強專業(yè)化隊伍建設(shè),完善專業(yè)人才的培訓機制；同時嘗試與第三方合作,引入市場化的運作機制。
[Abstract]:The transition from the traditional social management to the public service under the background of the development of modern information communication technology, e-government is one of the government management innovation, become an important platform for the government to provide public services. The government website as a result of e-government into the most direct, not only has become the government e-government portal, but also the government to understand the social public opinion, direct platform, solve the citizen doubt therefore, status of the government website public service function, has important practical significance and optimizing countermeasures. Firstly, based on the government website service audience perspective, by the county municipal government website as the research object, to explore the operation status of county municipal government website as well as the problems. Through the stratified sampling method, 76 sample of government websites for the quantitative and longitudinal observation, found in the municipal government at the county level network Station operation situation and problems existing in its focus on the provision of public services on the short board. Then based on the SEVRQUAL scale, according to the proposed China software evaluation center "Chinese government website performance evaluation index system (District, county) > design influence index system of county municipal government network station public service public satisfaction the study, through questionnaires, demographic variables and satisfaction, satisfaction and other factors, trying to explore effective ways to improve the county municipal government website public service level. The conclusions are as follows: first, compared with 2013, the 2014 survey sample has made some progress, but the design and application of Web column is still relatively imperfect, mainly focus on the information disclosure is not comprehensive, aging Bugao Sui civil interaction column; common response is insufficient, the interaction efficiency is not high; work ability is not in line with The foot, from the "one-stop" service there is a big gap; the use of new technology is poor, few samples with mobile phone terminal or four aspects of government and micro-blog. In second, the survey results showed that different gender, different age, different education background, different occupation and different government websites use time people on government websites the satisfaction has a different perception results; five research dimensions, namely, efficiency, accessibility, reliability, convenience, normative user satisfaction with the government website. Third, put forward the main countermeasures to optimize the function of China's county-level municipal government website service, namely from the propaganda, to increase efforts to expand the scope of and improve citizens' recognition; in the service, according to the public to seek reasonable, perfect integration of online interactive service; in the civil affairs, to renew the interactive channel; in the personnel, to continue to strengthen the professional team Wu Jianshe, to improve the training mechanism of professional talents, and at the same time, try to cooperate with the third parties and introduce a market-oriented operation mechanism.

【學位授予單位】：南京理工大學
【學位級別】：碩士
【學位授予年份】：2015
【分類號】：D63

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